Virtual Reference Training Queue

The software we will be using for this assignment is Springshare's LibAnswers.  LibAnswers is an all-in-one virtual reference platform that enables libraries to provide both synchronous (live chat) and asynchronous (email/SMS) reference services.  While users can access a library's virtual reference service from a variety of channels (chat widget, email form, SMS, social media, etc.), all of those service points are collected in LibAnswers and responded to from there.

The name LibAnswers refers to the platform itself.  The synchronous live-chat portion of the software is called LibChat.

• In your browser, navigate to https://powerlibrary.libapps.com/libapps/login.php.  
• Enter your email/password (your email will be your Pitt email; your password should have already been set by you--if you never set it and/or don't remember it, click the Reset Password link to reset it) and click Log into LibApps:

• From the landing page, click the Chat with a Librarian link in the center of the page:

Welcome to your LibAnswers dashboard!  It's from this page that you will:

• Log into LibChat - to monitor live chat and synchronously work with your partner.
• Respond to email tickets - to respond to your partner's email submission.

To access LibChat:

• From the LibAnswers dashboard, click on the LibChat: You are offline: Sign In link at the top-right of the page:

To access LibAnswers tickets:

• From the LibAnswers dashboard, scroll down to the Tickets section:

• When you first enter LibChat, you'll be taken to the Settings tab; navigate over to the Chats tab to begin monitoring the service:

• When a new chat comes in, you will hear a "new chat" alert sound and see it appear in your Chat tab:

• To preview a new chat (and make sure it's from your partner), click the area to the right of the chat user's name - directly below the incoming chat you will see more information about the user; to the right, you'll see the user's question and any follow-up messages they've sent.

• To claim the chat, click the Claim Chat button to the right of the chat user's name OR the Claim This Chat button in the right-side window:

• Once claimed, use the right-side chat window to begin your virtual reference interaction.

• Start off your chat session by saying hello - you can find a premade "hello" message by clicking the Canned Messages button above the text input box:

• To send a message, type in your comments into the text box at the bottom of the chat window (alternatively, you can also copy/paste text into the text box as well); then either hit Enter or click Send Message to send the message to your user:

• Carry out your reference interview and do your best to attempt to answer the user's question.

• Should it be helpful, click the 24/7 Staffing FAQs tab directly above the chat window to see supporting documents provided by user's home library/library system:

• When you have completed your reference interaction, click the Canned Messages button again - this time sending a "goodbye" message.

• Once you have, click the End Chat button at the top right:

• To remove the chat session from the screen, click the Close Chat button that is now at the top right:

• From the LibAnswers dashboard, scroll down to the Tickets section and locate your partner's email submission.

• To claim the ticket, click on ticket's Question:

• Once claimed, scroll down to the Create a Reply section and compose your answer:

• Complete your response in the text field; if needed, files can be attached directly below the text box.
• When finished, scroll down and click the Submit Reply as Closed button to send your response: